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Consumer complains about unfair price change in their insurance policy
Decisions and case studies / Case studies
Ralph contacted us about unfair price changes to his insurance policy after providing incorrect information.
Published 16/12/2021 Last updated 14/07/2025
Consumer complains about misleading information provided during her policy renewal
Decisions and case studies / Case studies
Alysha complained she’d paid more than she should have for her home insurance over a number of years.
Published 16/12/2021 Last updated 14/07/2025
Consumer unhappy his insurance claim for his damaged drone wasn’t covered by his policy
Decisions and case studies / Case studies
Martin was unhappy that a claim he raised for his damaged drone wasn’t covered by his gadget insurance policy.
Published 13/01/2022 Last updated 14/07/2025
Consumer not told she already has breakdown cover
Decisions and case studies / Case studies
Katie complained to us as she was unhappy that she wasn’t told that she already had a policy when taking out a new policy over the phone.
Published 16/05/2022 Last updated 14/07/2025
A consumer’s claim was declined because her insurer said she didn’t ‘own’ the phone
Decisions and case studies / Case studies
Sadia contacted us after her insurer declined a claim she made on her mobile phone insurance policy when her phone had been stolen.
Published 25/07/2022 Last updated 14/07/2025
Charlie’s insurer declines his claim for faulty mortar to be replaced
Decisions and case studies / Case studies
Charlie discovered the mortar in the walls of his new house was defective and worried about the long-term structural integrity of his home.
Published 31/07/2023 Last updated 25/03/2026
Anthony thought his home emergency insurance policy was mis-sold
Decisions and case studies / Case studies
When he tried to make a claim on his insurance, Anthony’s insurer told him his policy didn’t cover rental properties.
Published 31/07/2023 Last updated 25/03/2026
Freda’s boiler broke but her insurer disagreed it was an emergency
Decisions and case studies / Case studies
Freda’s insurer refused to cover the cost of her boiler breakdown because the incident didn’t meet their definition of an emergency.
Published 31/07/2023 Last updated 26/03/2026
How we helped with a complaint following a vehicle purchase scam
Decisions and case studies / Case studies
Duncan contacted us following a vehicle purchase scam. When the vehicle he’d bought didn’t arrive, Duncan was worried he’d been the victim of a scam so reported the matter to his bank. Unhappy with how the bank responded, he contacted us.
Published 07/09/2022 Last updated 14/07/2025
How we helped with a complaint about a “safe account” scam
Decisions and case studies / Case studies
Lily agreed to move £9,225 of her money to account details provided by a fraudster who had called her pretending to be her bank. Lily’s bank had said she should have carried out more checks on the caller. Find out what happened when she contacted us about her complaint and what we said.
Published 07/09/2022 Last updated 14/07/2025